Gucci – Customer Care Specialist
Gucci
Customer Care Specialist
Role Mission
Responsible for managing end to end customer enquiries & cases via phone, e-mail, chat including but not limited to:
• E-commerce product information, stock availability, any kind of order enquiries, returns and exchange, shipping information
• Brand information, storytelling, Social Responsibility, Career information
• Store opening hours & general information including stock availability
• After Sales Policy and Repair case management
• Support to complex customer cases of other Regions
• Enquiries from Instagram & socials in general
• Internal Requests from other departments including stores
• Manage calls on behalf of stores
Key Accountabilities
• Deliver a luxury omni-channel service to final customers (inbound and outbound):
– Complete management (enter, update, cancellation, look up, return, exchange) of any ecommerce orders supporting customers in any step of the journey. Shipping information and modification
– Management and orchestration of complex customer cases (such as complaints) involving multiple internal departments covering all the possible topics trying to avoid direct customer escalation to top management
– Provide precise and accurate information regarding products of all categories and collections with the final aim of converting calls/e-mails/chats into final sales on the online or offline channels (including cross selling)
– Complete management of all After Sales customer cases (online, offline, wholesale) including those from previous years
– Offer special, dedicated and curated service to Very Important Gucci (VIG) customers
– Specialise, if requested, in one specific subject (e.g. product, social responsibility, brand storytelling etc.) and act as the expert on the specific subject versus final customers
• Tight interaction with stores for what concerns the calls taken on their behalf (e.g. feedback in case the call is diverted back to the store with no answer)
• Reporting & Analysis
Job requirements
• University degree in Psychology, Communication, Foreign Languages, Fashion, or related field (High school diploma accepted in case of a talented person)
• Master Degree is welcome
• Minimum 2 years of experience in a structured Call Centre/Customer Care environment
• Knowledge of fashion/luxury retail business and ecommerce space
• Excellent interpersonal, communication, written skills are a must as well as ability and willingness to entertain proficient relationships with customers being able to deal effectively with people who may be worried, frustrated or angry
• Excellent creativity, proactivity, analytical, fast problem solving and decision-making skills
• Ability to manage customer relationship in a highly diversified, constantly/quickly changing environment and needs to be able to work under pressure remaining calm
• Ability to maintain positive and healthy relationships with all Customer Care team members, customers and the other company’s departments
• Must be able to work independently taking ownership of assignments and seeking creative solutions
• Must be organised, flexible, adaptable to change, and able to multi task in a fast-paced diverse environment
• Proven fluency in English, Italian and another language
Primary Location Europe-Italy-Toscana-Florence
Start Date As soon as possible
Job Type Permanent
Schedule Full-time
Job Customer Service
Organization GUCCI
Job Number: 000FR2
